Production Services Specialist I

Job Description:
Job Title: Production Services Specialist I
Corporate Title: Vice President
Location: London

Bank of America:
We are a financial services company offering a wide array of opportunities across many functions. Our focus on the financial success of our clients - individuals, companies and institutional investors - shapes the way that we organize ourselves and run our business.

Global Technology delivers technology services globally across the bank's eight lines of business that serve individuals, companies and institutions. The team also focuses on digital banking, payments, infrastructure, data management and technology that enhances cyber security, and risk and capital management.

Innovation is at the heart of all Global Technology does. As a member of Global Tech, you will use leading technologies such as robotics and artificial intelligence, as well as improved processes, to build our business. The team has replaced core platforms and simplified its infrastructure to improve speed to market. Its private cloud provides an environment that is scalable and secure. Global Tech uses data and analytics to enhance service, provide solutions and deepen relationships.

Role Description:

The individual will be responsible in providing technical support to front office Equities electronic trading applications, as part of our ETT team based in EMEA. Key roles and responsibilities include:

• Provide interface between business and technology units.
• Follow/use MAPS standards, tools and processes to investigate business impacting trading issues such as poorly performing algorithmic orders, DMA & proximity trading latencies, reference data problems for all EMEA markets
• Identify & resolve all functional, logical and data related issues with a focus on execution quality.
• Triage and troubleshoot/resolve issues as they arise and escalate to Level 2 and/or other technology teams if required. Keep management updated
• Manage and resolve Major Incidents with focus to mitigate business impact and avoid repeat
• Implement production changes according to Change Management standards
• Drive automation and efficiency through continuous improvement of manual processes. Look to see if any requirements can be solved by MAPS or whether dev work is required.
• Start of business & ongoing system/application health checks & monitoring
• Over time additional responsibilities and app remit to be added and the candidate will be trained accordingly

Incident Resolution:

• Acts as the first point of support for application incidents
• Builds a strong relationship with the Application Development Team
• Receives and logs calls from clients using appropriate processes, procedures and technology
• Identifies, diagnoses, and resolves functional and technical problems and business critical incidents through research and analysis of trends, root causes, and business impact
• Highlight functionality issues to developers
• Assists in the translation of solutions into technical requirements
• Develops and utilizes appropriate tools to perform work
• Raise defect reports to the development team for code amendment
• Maintains a knowledge base of known defects and issues, process, techniques

Client Relationship Management:

• Clearly understand client's business he or she is responsible for and recommends, provide, and supports application service that best fit client's current and future needs
• Communicates status with end users at all times

Continuous Improvement:

• Contributes to continuous improvement
• Proactively supports knowledge sharing
• Is responsible for tracking change requests and high severity incidents in accordance with defined service levels

Advanced Application functions:

• Report fixing/custom report generating
• Advanced user configuration options
• Support and use of advanced application functions at request of users

General:

• Participation in rotation to ensure adequate coverage across all desks. Current hours of coverage provided by the team are from 07:00 until 19:00 Mon-Fri.

Provide support critical to business initiatives such as start of week checks, application rollouts, infrastructure changes or Disaster Recovery tests. There will be some on-call support on Saturday every 6 weeks.

The Team:

The EMEA MAPS ETT team is responsible for providing end-to-end support to all Equities Electronic Trading applications. The team supports a fast-growing electronic business operating in true partnership with our Front Office stakeholders. The role is high profile as it has a direct impact on the firm's revenue generating abilities. An effective teammate commonly exhibits the following behaviours:

• The ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly
• An independent sense of motivation to continuously improve themselves and their environment
• An intuitive problem-solving ability which leads to solution alternatives that reflect the team member's diverse foundation of knowledge, skills and experiences
• The confidence, focus, and adaptable communication style required to effectively coordinate restoration efforts for high-impact technology incidents under significant pressure from multiple stakeholders
• Proactive knowledge sharing and cross training with global team members and our partners in business and development groups

Excellent organizational and communication skills with strict attention to detail to properly report and track application defects and enhancement requests

Core Skills:

• Equities electronic trading Support experience
• Knowledge of Equities trading markets and the mainstream products in use.
• Strong technical knowledge in any of the following; Unix/Linux; Perl, Shell scripting, Infrastructure.
• Experience in Monitoring & Alerting, and Job Scheduling systems.
• Exposure to Market Data Technologies such as CSAT, Reuters, RMDS
• Confidence when dealing with internal user base (Sales & Trading)
• Client relationship/service management experience
• Strong understanding of ITIL

Personal Attributes Required

• Proactive, able to multi-task and work on own initiative
• The ability to work in a high-pressure environment
• Strong time management skills
• Understanding the needs, requirements, and the pressures the users are under
• Able to prioritize continually to ensure that service levels are adhered to
• Excellent verbal/written communication skills
• Problem solving skills both technical and business related.
• Ability to work as part of a team.

Desirable Skills

• Knowledge of FIX API configuration and / database queries / FIX log analysis
• Experience of dealing directly with hedge fund and/or institutional clients
• Intimate understanding of Algo trading systems.
• Should be able to explain in detail VWAP/POV strategies at the least
• Understand passive vs aggressive orders and the reasons for using
• Should be able to articulate the difference between Lit & Dark liquidity.
• Strong understanding of Crossing systems
• Should be able to explain midpoint liquidity, price improvement, make Vs take.

Excellent understanding of Best Execution, Transaction Reporting, Order Record Keeping & other trading regulations applicable to capital markets

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It's important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.